I am writing to express my disappointment with a roadside support service I received on February 10. The experience was not only frustrating but also left me stranded for over three hours with inadequate communication and support.
At approximately 1pm, I had a flat tyre while driving back to the office. I promptly contacted a roadside support service, expecting timely help. However, what followed was a series of delays and miscommunication that only added to the stress of the situation.
After my first call for assistance, I waited for about 40 minutes. When I followed up, I was informed that no agents were available at that moment. Thirty minutes passed and I called again and received the same response, though I was assured that help would arrive within the next 30 minutes. An hour and a half into the ordeal, I called once more, only to be given the same vague reassurance, with no real progress.
Despite my continued patience, there was still no sign of assistance, and I had yet to receive any meaningful update. At this point, I suggested arranging a towing service, but I ultimately cancelled the request as a colleague had already offered to assist me.
Eventually, a towing agent did arrive, but by then, my colleague had already helped resolve the issue. While I appreciated the effort, the service’s overall response time and lack of proactive solutions were deeply concerning.
The most troubling aspect of this experience was the absence of clear and timely communication. At no point did the service operators proactively offer alternative solutions, such as towing. I had to take the initiative to suggest it myself. This suggests a significant gap in communication and planning within the service team. Alhamdulillah, my colleague was able to help, but the situation was unnecessarily stressful and avoidable. I strongly urge for a review and improvement in the efficiency and reliability of roadside support services. Providing accurate, honest, and timely updates are essential to ensuring customers are not left in distressing and potentially unsafe situations.
Stranded driver
